Service Desk Team Leader

Sensical Services Ltd
City Of London, London
08 Jul 2017
07 Aug 2017
Contract Type
Full Time

IT Managed Services Provider urgently seeks experienced hands-on Service Desk Team Leader to manage small servicedesk (4 IT analysts) and ensure excellent service is received by our medium-sized customers, mainly in financial services, according to the SLAs. First rate communication skills, in person, email and phone are mandatory, as is a genuine customer-focused attitude. A rewarding and varied role in a friendly team is assured.

Who are we?

  • Sensical is a small and fast-growing IT consultancy and managed services provider based in the City of London.
  • Despite targeting doubling the size of the company every year we maintain our founding principles with a passion for doing things right and providing absolutely the best quality.
  • Our happy customers are small and medium sized organisations (SMEs) mainly in financial services and other sectors that appreciate a level of expert advice, reliability of systems and quality support that is a cut above the average.
  • We are a friendly close-knit and supportive team of experts.

Job Role

  • Daily management and monitoring of the servicedesk and monitoring system.
  • Ensuring all tickets are triaged, responded to and resolved within the SLAs.
  • Authorisation of escalations and incidents.
  • Management of the servicedesk and on-call rota.
  • Regular reporting to management on servicedesk performance.
  • Ensuring all serivcedesk processes are adequately communicated and understood by first line team.
  • Ongoing identification of knowledge gaps in first line team based on ticket data, customer and staff feedback.
  • Support and mentoring of first line team.
  • Drive continual improvement of servicedesk effectiveness and efficiency.

Servicedesk Model and Team

The servicedesk model:

  • Based on industry standards.
  • Cross-customer (manages service requests from all customers).
  • Tickets raised by end users by email and phone and electronically by monitoring system.
  • Remote and face-to-face support.
  • SLA based.
  • Web based management tool (Kayako).

The servicedesk team:

  • Team of first line IT analysts (currently 4).
  • Incident manager.
  • Teamleader (this role).
  • Servicedesk practice head.

Essential Personal Skills and Behaviours

  • Confident, clear and professional communication ability when face-to-face, on the phone or via email.
  • Service / customer management focused with excellent customer manner.
  • Proven people-management experience with a supportive and performance-oriented attitude.
  • Previous hands on experience as an IT analyst / servicedesk team member in a desktop support environment
  • SLA monitoring experience.
  • Problem solving ability.
  • Ability to accurately prioritise issues based on multiple factors.
  • Ability to identify major incidents.
  • Work in a high-pressure environment when required.

Essential Technical Experience

The candidate must have proven past experience of providing first and second line support for the following technologies:

  • Microsoft Desktop
  • AD (including OUs and Group Polocy)
  • Microsoft Exchange

The candidate must also be familiar with the following:

  • DHCP and IP addressing (including basic knowledge of subnets and VLANs)
  • Network Patching
  • Data centre / comms room environments
  • Helpdesk / servicedesk toolsets
  • Remote screen sharing technology
  • Using monitoring tools

Desirable Technical Experience

  • VMware
  • VoIP
  • PBXs

Compensation and benefits

  • Flexible working hours.
  • Pension scheme.
  • Training and relevant ongoing certification.


  • None.

English Language

  • Be able to communicate fluently.